By Walt Rossi, VP Business Development
I had the great opportunity to attend Oracle OpenWorld, Oracle’s annual user conference in San Francisco covering all products and solutions. Oracle’s product line now spans everything from databases, enterprise applications, middleware, hardware, cloud infrastructure, SaaS applications, enterprise services, and more. I spent my time focused on the cloud applications and in particular the Customer Experience (CX) portfolio. Oracle’s CX solutions cover the Sales, Marketing, Service, Commerce, Social, configure, price and quote (CPQ) business processes. As any customer sure knows, to have a truly positive experience with a business, it requires seamless interactions across these business processes. Customers want to feel as if they are talking to one company, as opposed to five or six different people across different departments of a company.
Oracle announced a new product called Customer Engagement Cloud, linking the sales and service solutions into one platform.
As the Oracle presenter mentioned, “Sales and service go great together, just like peanut butter and chocolate. Even if you’re not a Reese’s fan, you can’t argue that sales and service go hand in hand.”
Customers are more likely to buy more products from a business that provides great service than one that doesn’t. Oracle Engagement Cloud brings these two processes together in one platform allowing a customer service agent to seamlessly transition from providing service to supporting a sales process, with suggestions for additional offering, all from one application. This customer experience can span multiple channels of communication with the customer including chat, email, web, and phone. Five9 has experience with what we refer to as a blended contact center when an agent does both service and sales with the Five9 platform. And while we have been successfully integrated to Oracle Service Cloud for a number of years, we were excited to be one of two partners (the other being Open Methods) that Oracle highlighted as having built an integration to Engagement Cloud.
I’m looking forward to Oracle’s Modern CX Conference in Las Vegas where there is sure to be more talk of bringing sales and service together just like peanut butter and chocolate, pretzels and beer (my favorite), steak and lobster or whatever your favorite combination may be.
Hope to see you there.